Senior Customer Success Manager (Supply chain experience)

About the Role

Shift Time

• Work North American business hours from Bengaluru, from 4:00 PM to 1:00 AM IST.

What You’ll Work On

• Own enterprise account health, renewal forecasting, risk identification, save plays, churn prevention, GRR, and NRR.
• Translate customer supply chain and logistics objectives into structured joint success plans and adoption roadmaps.
• Lead Executive Business Reviews and Quarterly Business Reviews for customer stakeholders.
• Coordinate cross-functional resolution of account escalations across Product, Engineering, and Support.
• Channel customer feedback, competitive signals, and use-case patterns to Product and Enablement teams.
• Build high-value relationships with North American customers and internal stakeholders across cultures and time zones.

Basic Qualifications

• 5+ years of relevant experience in a Customer Success Tech Touch, Product Specialist, or Project Management role.
• Experience working in SaaS companies.

Other Qualifications

• Supply chain, logistics, or freight technology experience is desirable.
• Experience owning and growing named enterprise accounts with accountability for GRR, NRR, and renewal outcomes.
• Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C-suite stakeholders.
• Advanced AI fluency is required, including hands-on use of Claude and other AI tools with responsible evaluation of outputs.
• Ability to interpret adoption and consumption reports and communicate churn or expansion narratives without an analyst present.
• Clear communication and comfort operating across cultures, time zones, and ambiguous situations.

Technologies Used

• Jira, Confluence, Zendesk, Salesforce, Clari, and Observe are listed as technologies used by the team.

Work From Office Expectations

• The role requires working from the office all five days each week.